Application Support (l1/l2) for the Aerospace & Defence Industry

 In

Migration of Oracle Apps from 11i to R12 with existing modules and customization

About the Client

Global leader in Aerospace& Defence. It is located basically in France. It is the producer of the first commercially viable digital fly-by-wire airliner and the world’s largest passenger airliner.

Program summary

  • Incident/ticket management
  • Root Cause Analysis
  • Performance Benchmarking
  • FAQ Preparation
  • Managing calls from L1
  • Validation tests
  • Create SQCDP chart to track weekly SLA
  • KPI reporting and documentation

Solution highlights

  • Problem reproduction, analysis and investigation
  • Delivery of solutions (patch, hot fix, new release, etc.) to customers
  • FAQs proposal and writing

Key Accomplishments

  • Closed more than 30 dossiers in the first week by meeting SLA and KPI goals
  • Handled and closed incidents through web-ex sessions with customers
  • Created checklist to organize the tests for each dossiers

Technology stack

  • C++
  • Java
  • Web Technologies
  • XML, Unix
  • My SQL, SQL Server, Oracle
  • MS Excel, MS Word, MS PPT

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